Federal Urdu University of Arts Science and
Technology Islamabad
Assigment:
Design a Training
Topic:
Call Center Training
Submitted to:
Sir Asif Chaudry
Submitted By:
M.Shehriyar Khan
Introduction
Call centers, also known as telephone, customer service, technical support, or contact centers constitute
a large industry worldwide, where the majority of customer-firm interactions take place.
With the competition among businesses gaining momentum with each passing day, providing clients with
a superb customer service and doing telemarketing has become one of the most important elements of
the commercial world today.
. A Call Center is a centralized office used for the purpose of receiving and transmitting a large volume of
requests by telephone and is operated by companies to administer incoming product support or
information inquiries from consumers. Call Centers also provide telephone services for Telemarketing,
product services, and debt collection.
A Call Center Training Program also teaches the essential skills needed for demonstrating value,
confirming satisfaction, uncovering additional service opportunities, and closing the call Aiding and
abetting efficient Call Center services are developments in Call Center technology such as Speech
Recognition with software which allows computers to handle the first level of customer support, Text
Mining and Natural Language Processing. These are just some of the special tools that have been
developed to assist in this field and maximize customer satisfaction.
A Call Center Training Program would examine and teach the participants the advantages and
disadvantages of each method, ultimately making sure that the job is well done and the customer is
happy!
Objective and Description:
The main objective of the project is to create the skilled manpower for the rapidly growing field of Call
Centre.
1. To facilitate the jobless or low paid graduates / undergraduates to learn stat of the art Call Centre
application, operation, usage and management.
2. To bring foreign exchange by the establishment of off shore Call Centre companies in Pakistan.
3. Provide employment opportunities to graduates equipped with basic education and having good
communication skill.
4. Will enhance and encourage the concept of e-business and e-commerce in the private / public sector
organization.
5. The project shall provide the state of the art Call Centre training at least 1000 jobless graduates / under
graduates using the private sector’s infrastructure / facilities.
6. The training will be conducted in private institutes. IT department will register and provide the
nomination for these courses to these institutes / universities.
Key Objectives

Show how a repeatable sales process fits easily into an existing service culture.

Improve customer-profiling process.

Create and leverage customer relationships quickly.

Dramatically improve needs identification and solutions development: Cross/up selling and
customer satisfaction.
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Increase understanding of the customer’s behavior in the sales process.
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Develop sales process guidelines: Make sure basic selling skills are consistently implemented.
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Improve personal motivation and help inbound call-takers to recognize opportunities.
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Provide cutting-edge selling skills to improve closing ratio: Guiding customers toward solutions.
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Gain a better understanding of how much control we have over our results.
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Train-the-trainer process to allows supervisors to deliver training internally.

Create a customer retention oriented environment

Make sure basic and cutting edge skills are consistently implemented

Improve telephone image: Establish culture of telephone professionalism

Establish credibility, reliability and responsiveness

Develop repeatable telephone process

Meet company expectations
The Call Centre Training course will mainly cover the following :

Computer usage basic training.

Telephone etiquettes.

Basic marketing skills.

Communication skills (Improvement in fluency in English language)

Familiarization with Call Centre equipments.

Operation and Management of Call Centre.
Who Should Participate
The Call Center Management 3-days Certification Boot Camp training course is ideal for managers
transferred into the call center from other departments, those who wish to earn an internationally
recognized call center manager certification, and is ideal for:

New call center or help desk managers

Business professionals being transferred to the call center

Professionals responsible for improving or re-organizing an existing center

Managers and executives with call center oversight

Leaders charged with forming a new call center department or business

Contact center recruiters, coaches, trainers, mentors and quality assurance professionals.
What Participant Will Learn:

To assess the current state of their call center

The scorecard approach for monitoring key metrics and reporting results to upper management

How to create effective Service Level Agreements with customers

How to create effective Operating Level Agreements with internal staff and groups

Best practices for use of contact center technologies

How to create a business case to justify staffing needs to upper management

Best practices for forecasting call volume, call work load, and scheduling stafHow to create a call
center Standard Operating Procedures manual that includes best practices for call handling,
documentation and customer service

To establish a training budget and training plans for new hire, mentoring, and on-going training

Guidelines for facilitating effective training meetings

Keys to building a successful motivation and retention plan

How to establish quality monitoring requirements for the call center

How to build monitoring forms

How to conduct a successful coaching conversation

How to facilitate an effective meeting with staff and agents

How to build a road map for implementing projects identified in class
Training Schedule
Jan 13, '11
1:00 PM PST
Jan 14, '11
1:00 PM PST
Jan 15, '11
1:00 PM PST
Prerequisites
There are no prerequisites for this introductory course.Course materials are in English, and attendees must
possess a high level of English fluency.
Agenda
Day 1
Introduction:





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Introductions and overview of the CCC course
Goals and learning objectives for the CCC course
Perform a current assessment of your call center
Perform a call center SWOT analysis
Define a call center vision statement
Identify and document near-term strategies for your call center
Day 2
Call Center Technology:
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
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The role of technology in the call center
Tracking the flow of calls through various technologies in the call center
Call center technology tools and how tools are being used within the call center structure
Current trends in call center technology
The pros and cons of virtual call centers
o Benefits and risks of virtual call center reps
o Business considerations before adding virtual reps
o What to include in your Telecommuting Standard Operating Procedures manual
Workforce management software
Training and Retention


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The impact of an effective training program
Preparing the business case
o Appropriate budget allocation for call center training
o How to evaluate the current call center training plan and its effectiveness
The continuous improvement call center agent training cycle
o New hire training
o Nested transitional training
o Up training
o Refresher training
Forecasting and Scheduling

Forecasting future call center volume and demands
o Key forecasting principles
o Metrics that effect forecasting
o Forecasting limitations
o Volume variation patterns that can facilitate forecasting
o Planning for the forecasting process
 Time intervals that correspond to variations in call volume
 Selecting a forecasting time horizon
 Planning for unanticipated changes or events
 Assessing forecasting risks and hazards
 Performing analyses
 How and when judgment and intuition play a role in forecasting
Day 3
Coaching for Improved Performance


Fundamentals of coaching
o The special role of a coach
o Your coaching role within the call center
o Differences between coaching, critiquing, feedback and performance reviews
o How to create a coaching culture
o Qualities of an effective coach
o Perform a coaching self-assessment
o Assess your coaching fears and learn how to overcome them
o Common coaching mistakes and strategies for avoiding mistakes
How to define and prepare for a coaching session
o Pre-coaching phase preparation
o The coaching situation statement
o Determining a person's disposition based on motivation and performance levels
 The four dispositions
o Selecting a coaching method and preparing for responses
 Different types of coaching conversations and how to correctly conduct
each for maximum effect
 Performance Improvement
 Counseling
 Teaching
 Motivating
Performance Improvement Project Planning




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Selecting and prioritizing performance improvement projects
How to identify high-impact, affordable, worthwhile improvement projects
o Financing criteria
o Staffing requirements
o Impact criteria
Creating a business plan
Proposing plans to management for approval
Selecting, planning, and implementing your CCC certification project
GENERAL INSTRUCTIONS AND EXPECTED CODE OF CONDUCT

Regularity remains the main indicator of success in the course.

90% attendance is mandatory for completion of the program.

Free and fully furnished accommodation is provided on sharing basis. The occupants are not
allowed to exchange the pre-allotted rooms.

Male and female participants are strictly restricted to the specified portions of the LID Guest
house. No participant is allowed to remain outside after 10:00 pm.

The occupants of the room share all the facilities and will also be liable to pay for the
damages to the call center.

Sessions starts at 1:00 pm sharp daily

Participants are required to strictly observe punctuality during the sessions and no late
entrant is entertained.

Attendance is taken session wise.

No late entrant requests are entertained.

No amendment in the attendance sheet is allowed after its submission.

Each nominee must submit assignments/course work as required during the activities.

All participants are required to wear their ID cards all the time within HEC premises for
security and authentication purposes.

Bulletin board must be read on regular basis by the participants.

No participant is allowed to use the computer during any session unless required.

Each participant is responsible for the cleanliness of their rooms and the lecture hall.

Laptop and mobile phone usage are strictly prohibited during the sessions.

No guests are allowed during the sessions.
Certification and Testing
The Certified Call Center Manager certification is officially recognized by the RCCSP Professional
Education Alliance and its members. This is an internationally-recognized certification.
The certification process consists of four parts:

Pre-course preparatory assignment

Class attendance

Achieving a passing score on the online certification exam

Completion of a certification project
Pre-Course Assignment: Prior to attending training, registrants will be given access to the RCCSP
certification examination website and a pre-training contact center assessment exercise. The assessment
is to be completed no later than the week preceding the training course.
Class Attendance: Participants will complete a three-day instructor-led course, where they will participate
in hands-on learning and group exercises under the observation of a Certified RCCSP instructor. Upon
successful completion of the course, an online login and password will be sent by email with instructions for
accessing the certification exam.
Certification Exam: After the course, participants will have four weeks in which to take the online
certification exam. The certification exam is comprised of 75 questions and candidates are given 90
minutes to complete the exam. Candidates must achieve at least an 80% score in order to obtain
certification.
Certification Project: To be completed within 3 days of completing the course.
Participants will be given a list of project topics and will submit their topic for approval within two weeks of
completing the certification exam.
Topics will include items covered in the certification class such as creating and implementing:

A call center Service Level Agreement

A marketing plan

A metrics report using a balanced scorecard approach

A coaching discussion planner

A staffing or hiring business case

A quality monitoring form or calibration process

A call center team skills gap analysis

A customer satisfaction survey

Quality monitoring standard operating procedure manual

Agent standard operating procedures manual

And many other options
To increase the likelihood of every participant successfully completing the certification project, feedback will
be provided by the instructor for the first four weeks after project submission. The Certified Call Center
Manager CCCM certification will be awarded upon approval and acceptance of the candidate's completed
project.
Budget of Training:
Fixed costs:
Variable costs:
Direct costs
Organization:
Call center
Department:
MBA
Year:
2010
Submitted by: M.Shehri yar
Annual training allotment:
1st Quarter Training Budget
S.no
Item
Description/ Justification
Qty.
Unit Cost/Rate
Total
1
Salary of trainer
Given salary to Trainers.
2
2000/Day
6000
2
Printed hand-outs
Handout for 50 participant
40 pages
40*50
1200
3
Launch for Participant
Arrange of Savour
150 for 3days 1 50*120
18000
4
Equipment rental
Furniture+Lighting+Multimedia
60+10+2
500+700+1500
2700
5
Travel
Residence to Training center
1 bus rental
2500*3
7500
6
Others
Others
Others
8000*3
24000
Grand Total
Registration Fees
59400
The per student registration fee for this training and certification program is 3,000 rs and includes:





3-day instructor-led training
All training materials
Course certificate of completion
Certification exam fees
lunch and refreshments each day.
Class begins at 1:00 PM and ends at 5:00 PM each day. Launch is served at 2:30 PM. Business casual
attire is appropriate. No jeans or sneakers please.
Break even Analysis:
Twenty people can cover the training cost.If the fee should be 3000 rs per person.
Program Coordinator
Mr. Asif Chaudry
Assistant Director in best call center
Islamabad
Assistant Coordinator
Mr. M.Shehriyar
Assistant of Director
Islamabad